About the role
* Define and execute the roadmap for infrastructure services, ensuring alignment with business goals and digital transformation initiatives. * Partner with global and regional IT leaders to deliver secure, scalable, and efficient technology solutions. * Lead the design, deployment, and optimization of Azure Virtual Desktop environments. * Drive cost-efficiency and end-user performance improvements across the virtual desktop estate. * Manage the strategy, implementation, and support of Genesys Cloud. * Collaborate with business leaders to optimize customer experience. * Oversee design, security, and operations of enterprise network infrastructure including LAN, WAN, SD-WAN, VPN, and Wi-Fi. * Lead network modernization and performance initiatives with a focus on resilience and uptime. * Direct day-to-day IT operations including monitoring, incident management, change management, and capacity planning. * Ensure IT services are delivered with minimal disruption and meet or exceed SLAs and compliance standards. * Lead operational risk management and business continuity planning for infrastructure services. * Oversee lifecycle management of IT assets. * Implement and manage endpoint security, patching, and configuration standards across the enterprise. * Drive user productivity initiatives including device standardization, self-service tools, and automation. * Manage IT support teams to provide timely and effective resolution of issues. * Lead, mentor, and develop cross-functional infrastructure and support teams. * Foster a culture of innovation, accountability, and continuous service improvement. * Serve as the escalation point for high-impact incidents and major operational issues.
Qualification
* Associate or bachelor's degree in computer science or related discipline, relevant experience may substitute for the degree * 15+ years of progressive IT infrastructure experience, including 5+ years in a senior leadership role.
Proven expertise in:
* AVD and cloud-based desktop services * Genesys voice platforms (Cloud) * Network architecture and operations * IT operations frameworks (ITIL, ServiceNow, monitoring tools) * Strong track record of leading IT teams in high-availability and customer-facing environments (BPO, telco, or enterprise preferred). * Excellent leadership, stakeholder engagement, and communication skills. * Relevant certifications (ITIL, Microsoft, Cisco, Genesys, etc.) are a plus.
Originally posted on Himalayas